Key Account Manager

Role Purpose

The Key Account Manager is responsible for managing, nurturing, and growing strategic

customer accounts for the Fusion MY Business platform.

This role focuses on customer retention, relationship management, product adoption, and

revenue expansion through renewals, upselling, and cross-selling in a subscription-based SaaS

model.

Key Responsibilities

Manage and maintain relationships with existing high-value and strategic customers.

Serve as the primary point of contact for customer communication, queries, and

escalations.

Ensure successful onboarding, implementation, and continuous adoption of the Fusion

MY Business solution.

Drive renewals, upsell, and cross-sell opportunities to achieve assigned revenue

targets.

Monitor customer health, usage metrics, and engagement levels to proactively reduce

churn.

Conduct periodic business reviews and value-demonstration meetings with clients.

Collaborate with Sales, Product, Support, and Operations teams to resolve issues and

enhance customer experience.

Maintain accurate account data, forecasts, and activity updates in CRM systems.

Prepare and present performance reports and insights to internal stakeholders.

Required Skills & Competencies

Proven experience in SaaS account management / customer success / B2B relationship

management.

Strong communication, negotiation, and stakeholder management skills.

Demonstrated ability to drive customer retention and revenue growth.

Understanding of subscription business metrics such as ARR, MRR, churn, and renewal

cycles.

Ability to manage multiple client accounts simultaneously with strong prioritization.

Good analytical, problem-solving, and presentation skills.

Proficiency in CRM tools, MS Office, and Google Workspace.

Educational Qualification

Bachelor's degree in Business Administration, Marketing, IT, or related discipline.

MBA or relevant certification will be an added advantage.

Key Performance Indicators (KPIs)

Customer retention and renewal percentage

Upsell and cross-sell revenue growth

Customer satisfaction and engagement scores

Reduction in customer churn and escalations

Accuracy of CRM data and reporting